Senior Customer Support Representative

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Position Summary The Customer Relationship Manager acts as the primary NCR Voyix point of contact for customers from incident reporting through resolution. The role focuses on customer satisfaction, service delivery management, operational performance, profitability, and relationship governance. The individual must leverage ITIL practices, manage service performance, support field operations, and identify continuous improvement opportunities. Key Responsibilities Customer governance and relationship management KPI and service performance reporting Reduce unnecessary field dispatches and optimize service delivery Support and coordinate with field technicians Manage customer P&L and profitability Lead and influence teams across functions Identify and develop sales opportunities within existing accounts Maintain and manage customer databases accurately Drive continuous service improvement initiatives Act as escalation point for customer issues and service concerns Required Qualifications Education Bachelor's degree in Business Administration, Information Systems, Systems Analysis, or related field Language Advanced English (mandatory) Technical Skills Service management tools Microsoft Office Suite Advanced Excel Data visualization tools (preferred) Understanding of ITIL processes and service management practices Preferred Experience Customer Success / Customer Relationship Management IT Services or Managed Services environment Service Delivery Management Operations Management P&L ownership or financial management Stakeholder management Performance reporting and analytics Key Competencies Customer centricity Problem-solving and analytical thinking Communication and presentation skills Leadership and collaboration Financial acumen Process improvement mindset Escalation and incident management Negotiation and influencing skills Ideal Candidate Profile A candidate with: 5+ years of experience in Customer Success, Service Delivery, Account Management, or Customer Relationship Management Experience managing enterprise customers Strong KPI reporting and business review experience Advanced Excel and data analysis skills Proven ability to manage customer escalations and service operations Experience working with technical and field service teams Strong English communication skills Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”